about the company
With 80 hospitals in 10 countries, my client is one of the world's largest healthcare networks. They manage a portfolio of trusted healthcare brands in key markets across Asia and other continents, offering a full spectrum of integrated healthcare services, from primary care to highly specialised acute medical treatments.
Due to expansion plans, they are looking to hire a eCommerce Lead to build and manage the eCommerce team, delivering the ambition of growing the B2C business from 0% to 5% revenue in 3 years. The incumbent should be highly strategic, very hands-on and has demonstrated a track record of successfully growing online business.
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about the job
- Comprehend the overall digital business strategic intent and identify potential eCommerce business opportunities through a deep understanding of buyers’ and internal business’ needs.
- Develop and own the business plan to grow the ecommerce business - the plan should include business revenue and profitability modelling and product implementation roadmap (features, solutions, or services).
- Build and direct a team of professionals that can effectively help develop and execute ecommerce solutions in tandem with growth projection based on said ecommerce business plan.
- Own eCommerce P&L and performance vs budget, including full responsibility for the website and platform.
- Define the eCommerce platform product requirements and roadmap (features, solutions or services) that users value. This includes defining the business case, user flows, the budget required, specific operational requirements and seeking approvals for product implementation.
- Responsible for an overall communication plan, evangelising, training, and driving platform adoption internally by working with relevant business units.
- Drive the implementation of the ecommerce workflow by working and collaborating with both internal partners and external vendors. This will include leading the cross-functional implementation team (marketing, IT, Operations) through the onboarding of products to product definition and integration to current business processes that deliver a superior shopping experience.
- Responsible to define the marketing plan to bring traffic to the site. Working with the marketing team to establish market leadership in the eCommerce business by strategizing campaigns and promoting ROI goals. This scope involves content creation, SEO, printed and electronic marketing promotional material, product training, and relevant supporting documents/ papers.
- Act as point of the first reference for all eCommerce related enquiries and work collaboratively with colleagues in IT, Hospital Operations, Business development, Business Analytics, etc. to address any issues that may arise.
- Track and report on progress and successes via relevant KPIs and business metrics. Design survey and gather user attitude towards products, feedbacks and other needs to drive continuous program enhancements.
- Quality and development of the Ecommerce customer experience. Working in partnership with other departments heads – especially Marketing, internal business units, customer support and service excellence team.
key accountabilities
- Annual eCommerce revenue and profit targets
- eCommerce product launch timeliness
- Adoption by internal and external merchants.
- VOC metrics: Quality of the eCommerce customer experience – reflected in customer feedback, stakeholder feedback and performance vs industry benchmarks.
- Team performance and development are reflected in commercial performance and feedback.
skills and experience required
- Minimally Diploma/ Degree in Information Technology, Marketing, Business or equivalent.
- Minimally 8 to 10 years of working experience in Marketing, Product Development, Project Management etc.
- Experienced professional with a track record of successfully growing a B2C online business/ platform from scratch.
- Extensive knowledge in eCommerce technologies and tactics, eCommerce experience management, digital asset management, digital shelf analytics etc.
- Experienced in ramping up teams and team management.
- Experienced in managing P&L and stakeholders.
- Analytical - able to define and refine the problem, and think out-of-the-box for solutions.
- Good hybrid of business acumen, decision-making and people skills.
- Ability to inspire the team to deliver stellar service to demanding customers.
- Tech-savvy - ability to interpret data and draw conclusions to implement new eCommerce strategies
- Experience in advanced reporting tools e.g. Power BI / Firebase Analytics will be ideal
To apply online please use the 'apply' function, alternatively you may contact Joey at joey.lam(at)randstad.com.sg / https://www.linkedin.com/in/joeyiqi.
(EA: 94C3609/ R1879086)
